Call Waiting

[TagleRock]

I know this has been posted here quite a few times but most of the answers I have found are from several years ago. I've put a link to the one that seems like it should solve it but it the option the poster tells us to change in the forwarding rules in the first set of instructions doesn't seem to show up, perhaps it was removed with a later update? Either way basically what I want is the call waiting beep when someone calls and you are on the phone, that way you can put the current caller on hold to answer if you want, or when you hang up with the current call it will ring your phone. I found a way to do the latter using call queues, but that doesn't do the call waiting beep, and I find it kind of weird for callers to just immediately hear hold music as soon as they call our number, but maybe thats just me...plus since we are a small office there are times when there is only one person in the office and everyone else is out in the field and the person here has to do the whole, "thank you for calling, please hold" and be switching between calls.

Link to old solution: https://www.3cx.com/community/threads/call-waiting-not-working-on-ring-groups.17156/

 

[YiannisH_3CX]

Hello @TagleRock


Please note that call waiting which can be enabled under extensions settings / Forwarding rules / option "Accept multiple calls" works for direct calls to extensions and does not apply to Ring Groups or Queues.
For your scenario i would recommend using Queues where the calls will be waiting to be answered while the caller will listen to music on hold or anything else you want them to hear. You can include a greeting or route the call through a Digital receptionist that plays a prompt and gives the caller options.
That way the extension will be polled by the queue once the agent hangs up (which is not possible in ring groups) and will be able the answer the call. You can also use the Web client as a way to monitor if there are calls waiting in the Queue and be able to act accordingly.
The thread you mentioned is from 2010 and is not entirely relevant with your issue.

 

[TagleRock]

Thank you for the reply. It seems I was already on the right track, I'll just put a basic recording telling callers to please hold or something. I did have one other question though, is it possible for a call queue to hunt a ring group. So lets say I want it to ring the receptionist first, and then if that person doesn't answer it gets sent to another group of phones, is it possible to do this with a call queue? Or I would I have to set like a 10 second transfer out time on one queue and then have it transfer the call to another queue?

 

[YiannisH_3CX]

You cannot set a ring group as a member of the queue but you can set it as a Destination if no answer. So if the receptionist does not answer the Queue call within the predefined amount of time then the call can go to a Ring Group.

 

[TagleRock]

Yea that's what I ended up doing, thank you very much for your assistance, I really appreciate it.

 

[YiannisH_3CX]

Glad i could assist